BT Max/BT UHD - at my wit's end

So long story short - received an email offering BT Max which I accepted. Have my YouView+ UHD box delivered and working. Speed test in BT Player on UHD+ Box says my line speed is good enough for UHD. Router syncs at 55Meg. BT Speed checker always gives between 51-52Meg.

Have been on phone over 6 hours this week being passed around various departments. Have now been told I'm wrong package as my line is only 36Meg??? My line has never been that slow. Have just been told by one a lady in the technical department that if i order Inifinity 2 (I'm on Infinity 1) my estimated line speed will go up and they can switch on the UHD.....

So my router - always syncs at 55Meg

BT Speed Test = always gives 51-52Meg

BT UHD Box Speed Test - "Yes you can have UHD"

Yet still I cannot get UHD apparently, but it's OK to send me a UHD box and 55Meg isn't quick enough????

Re: BT Max/BT UHD - at my wit's end

I had a similar experience except I found out before I upgraded to uhd that the speeds I get aren't good enough (so obviously I didn't bother). Thing is my speeds/sync etc are almost identical to yours. It's a shame really as Netflix uhd/4k is phenomenal on my tv.

Re: BT Max/BT UHD - at my wit's end

So please tell me all you experts out there. I just upgraded to total entertainment for 4k/uhd on infinity 1 line speed as previously mentioned. I'm on holiday at present although hub and box are coming by weekend. Am I wasting my time

Re: BT Max/BT UHD - at my wit's end

Thanks for posting. We have your email but it hasn't been picked up yet. The quickest way to get this looked into would be if you message the details to @Gemma_P who is a BT TV expert and can deal with this for you.

Re: BT Max/BT UHD - at my wit's end

I had left it with you as I know the reason I'm not allowed to have the UHD channel it is because of the (wrong) speed being reported by th BT Wholesale checker - I was hoping to get that database updated, as it's not really a BT TV problem? However, I will also message @Gemma_P with the details as requested.

Re: BT Max/BT UHD - at my wit's end

Just an update and to post something positive about BT support - @Gemma_P has been in contact several times and has sorted everything that needed sorting - I couldn't have asked for a better support service and has restored my faith in BT.